Stephen Heath

Review of ANA Hotel Sydney

This hotel has gone downhill quickly as the staff ...

This hotel has gone downhill quickly as the staff were just unable to manage a busy weekend which lead to a terrible experience. I wouldn't book here on busy weekends. Midweek whilst no one is travelling is probably still ok!. Here is a summary of issues experienced.

I left my car with the hotel valet parking service and upon arriving home after checking out I noticed a large gash on my wheel rim. I called the hotel to report the damage and asked to speak to the General Manager on Duty. I was asked what the issue was about and when I told them it was a problem with my car they ignored my request and put me through to Valet.

The person I spoke to was very apologetic and said that they can check the video cameras which was good news to me as they would have seen it happen and which staff member caused the damage. The person asked me for my email address and said that they would email me with instructions on what I needed to do. I never received an email. Which doesn t really surprise me after the level of extremely poor service that was experienced this weekend.

2. The checkin process was absolutely ridiculous.
It took 1 hour and 25 minutes of standing in a line on Saturday before we were able to check in.

3. After such a long delay, we needed to hurry to make our dinner appointment and I was surprised to see that our Harbour View King Suite did not come equipped with an ironing Board so I called to have one sent up. After 3 calls it finally arrived 1 hour and 20 minutes later and we missed our dinner reservation!

4. We tried to order some room service at 10:20 only to be told that room service finished at 10:00. Which was disappointing but I suppose is ok for a 3-4 star hotel that this place has quickly become.

5. We asked for some tea cups and tea bags to be sent up and was told that it would be a 40-60 minute wait. I have no idea how it could take that long when room service was closed!! I went down to reception to offer to collect the cups myself and was told I couldn t do that and I would need to wait. We were then called about 30 minutes later to advise that they had run out of peppermint tea bags but they could make us a pot of loose leaf tea which was a good solution I thought only to find that when they finally delivered the tea it was a tea pot for 1!!!

I understand that things get busy and maybe they didn t have enough staff however, if they don t have the staff they shouldnt allow themselves to be overbooked to the point where they can t servive the guests.

I paid $600++ for 1 night to stay in a 5 star hotel and they failed to deliver a 5 start level of service. Indeed it would have to be the worst hotel experience I ve had especially considering the damage to my car.